AI Feedback Analytics Turn Feedback into Action
Scotty gives actionable insights instantly—it transforms how we respond.
AI makes sense of all our feedback so we can act with confidence.
Flags issues we didn’t even know were happening.
Reassurance that nothing important is being missed
Less time analysing data, more time improving experiences.
Every piece of feedback tells a story. AI feedback analytics helps you see the bigger picture.
- You can spot patterns as they emerge.
- No endless reports.
- No digging through data.
Just the intelligence you need — surfaced, summarised and ready to act on.
That’s the power of AI feedback analytics.
And it’s built right into ViewPoint.
Understand feedback at scale as a complete picture over time.
AI within the ViewPoint Feedback Platform
AI feedback analytics is built into the ViewPoint Feedback platform to help organisations understand feedback more efficiently, more consistently, and at greater scale.
As feedback volumes grow and responses become more detailed, traditional reporting alone can limit how quickly insight is identified. ViewPoint’s AI tools are designed to work alongside existing reports and dashboards, adding an additional layer of analysis that supports better decision-making without removing human oversight.
By analysing feedback across full surveys, open-text responses and trends over time, ViewPoint AI helps teams move beyond individual comments to understand the wider picture — what people are saying, how they feel, and how that is changing.
Turning Feedback into Actionable Insight
ViewPoint’s AI capability focuses on two key areas:
Survey and theme analysis
Through Scotty, ViewPoint’s AI agent reviews feedback across complete surveys, identifying recurring themes, emerging issues and areas of strength.
This helps organisations quickly understand what is driving responses across different locations, services or user groups, without needing to manually review large volumes of data.
Sentiment tracking over time
ViewPoint’s sentiment analysis evaluates the tone and language used in open-text responses, tracking changes in sentiment over time.
This makes it easier to measure the impact of actions taken, identify early warning signs, and demonstrate improvement with evidence rather than assumption.
READ MORE about ViewPoint Sentiment Analysis
What Is AI Feedback Analytics?
Traditional survey analysis often ignores open text because it’s too time-consuming to handle. Our AI feedback tool changes that—analysing free-text comments at scale to deliver real insight you can act on immediately.
From short reactions to full rants, nothing is missed. You’ll know what people are feeling, why they feel it, and what you can do next.
AI-powered feedback analytics uses artificial intelligence to automatically analyse customer feedback. It identifies key themes, scores sentiment, and highlights action points—saving time and uncovering insights that traditional methods can miss.
Sentiment analysis uses AI to assess the tone and emotion behind customer comments. It categorises responses as positive, neutral, or negative, helping you track trends in customer satisfaction and take action where it matters most
Yes. By analysing large volumes of feedback in real-time, AI helps you quickly identify what’s impacting customer satisfaction (CSAT). This means you can address issues faster and make changes that lead to measurable improvements in customer experience.
Our AI tool analyses all responses from customer surveys—whether submitted via kiosks, QR codes, mobile, or online. It works with rating questions, multiple choice, short comments or long-form feedback, instantly converting unstructured text into usable data.
Absolutely. Our platform is designed for scalability, providing sentiment tracking and analytics across multiple sites, departments, or service areas. You can compare performance, share insights, and ensure a consistent approach to customer experience management.
Our AI-powered feedback analysis is included in the standard ViewPoint Feedback package—so every customer gets access to Scotty, sentiment scoring, theme tracking, and open-text analysis at no extra cost. Whether you’re using kiosks, QR codes, or online surveys, the AI tool is ready to go from day one.
Designed to Support, Not Replace, Human Judgement
ViewPoint AI is designed to assist teams, not automate decisions.
Insights generated by the platform are intended to guide attention, highlight patterns, suggest actions and prompt further investigation, while leaving control firmly with the organisation.
AI analysis sits alongside ViewPoint’s reporting tools, ensuring transparency, consistency and accountability in how feedback is interpreted and used.
Practical Benefits for Organisations
Using AI within the ViewPoint platform enables organisations to:
Reduce time spent manually reviewing open-text feedback
Identify themes and trends more consistently across large datasets
Track sentiment changes to evidence progress and improvement
Respond more quickly to emerging issues
Gain greater confidence in insight used for reporting, compliance and internal decision-making
As part of the wider ViewPoint solution, AI supports a more proactive, insight-led approach to understanding experience — helping organisations listen at scale, without losing clarity or control
